Contact Center Solutions Featured Article

Contact Center Solutions Provider NICE Systems Wins $4 Million Contract with Major U.S. Bank

September 16, 2009

Contact center solutions provider Nice Systems -- parent company of workforce management solutions provider IEX Corporation -- announced today that it has signed a $4 million contract with an unnamed major U.S. bank.

The bank will migrate to the NICE SmartCenter suite of contact center applications from its current platform in order to improve its operations and customer service. In addition, the system, with its advanced call recording capabilities, will help the bank more easily meet compliance regulations.

According to a press release, the bank, which acquired another bank last year as part of consolidation in the financial services sector, will deploy NICE SmartCenter at two additional VoIP contact centers with thousands of agents. The migration is being carried out as the bank consolidates is data center operations.
 
As a result of the deployment, the bank, which handles millions of calls per year, will gain centralized administration of all its contact center operations – as well as greater scalability to handle increased call volume.

This deployment includes NICE’s call recording and quality assurance solutions, but it could also optionally include IEX’s (News - Alert) advanced workforce management software. Having this WFM software centralized means the bank would have even better control over the scheduling of contact center agents, across all contact center locations, as well as improved forecasting capabilities which will enable it to forecast call volume and schedule agents appropriately (including the accurate scheduling of agents based on skill set).
 
The global bank will also add NICE Interaction Recording and NICE Quality Management at the acquired bank’s offices as well.

NICE Systems (News - Alert) made news earlier this month when it announced that it had received follow up orders from Cherokee Nation Entertainment, or “CNE,” for its NiceVision video surveillance solution.

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.


Article comments powered by Disqus

Related Contact Center Solutions Articles

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/22/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!